Provide leadership and guidance to Front Desk staff during the assigned shift to ensure consistent quality service is provided.
负责当值期间领导前台接待做好各种接待工作,提供一致高效的服务。
1.Supervises front desk staff to insure smooth and efficient operation during the assigned shift .
督促管理当值期间前台接待工作,确保提供优质高效的服务。
2.Communicates effectively both orally and in writing to provide clear direction to staff. Assigns and instructs guest service agents in the details of work Observes performance and encourages improvement.
与员工有效的沟通,提供明确指示,关注员工的表现并给予激励。
3.Uses creative management skills to solve guest and team member problems . Ensures compliance with company standards to ensure consistent high quality guest relations .
在遵循酒店规章制度,维持优质高效服务的基础上设法解决所有宾客及员工遇到的困难和问题。
4.Manages desk , resolves guest concerns , handles emergencies and other challenges that may occur during the assigned shift . Implements resolutions by using discretion and judgment .
管理前台,用敏锐的判断力和决断力对当值期间的突发状况予以迅速解决。
5.Acts as a coach and mentor to team members, reinforcing standards and expectations and motivating team members to strive for established targets.
做员工的导师,提高员工水平,促进他们完成所设立的目标。
6.Checking-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, HHonours and Frequent Flyer Number enquired about, and method of payment secured.
依照预订为客人办理入住,核对预订信息,希尔顿荣誉客会号及航空公司会员号,确保入住登记表的完整性及付款方式安全有效。
7.Handles complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager for follow up, where appropriate. Follows up with all guests to ensure satisfaction with problem resolution.
采取必要行动,及时有效的处理顾客的不满,适当的时候告知值班经理或宾客关系经理。回访客人,确保客人对解决方法满意。
8.Maintains awareness of guest’s profile and specific preferences, ensuring that they are acted upon for each reservation.
维护顾客档案和信息,确保预订的有效性和准确性。
9.Acts as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
作为VIP客人最先联系到的部门,要确保他们的个性化服务。